Director, Integrated Solutions - Insurance

Sitel Group; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Director of Integrated Solutions to lead transformative BPO initiatives in the Insurance sector. This role focuses on designing and delivering innovative solutions that enhance policyholder engagement and operational efficiency. The ideal candidate will possess extensive experience in insurance operations, strong problem-solving skills, and a customer-centric approach. Join a dynamic team dedicated to driving digital transformation and improving customer experiences. If you are passionate about shaping the future of insurance through integrated solutions, this opportunity is perfect for you.

Qualifications

• 4–6 years of experience in the insurance industry focused on solution design.
• Strong knowledge of insurance operations and regulatory frameworks.
• Proficiency in CRM systems and analytics tools.

Responsibilities

• Design integrated BPO solutions for policy servicing and claims management.
• Ensure compliance with insurance regulations and data protection standards.
• Collaborate with cross-functional teams to develop effective solutions.

Skills

Solution Design

BPO Operations

Client Services

Business Development

Strategic Thinking

Problem-Solving Skills

Communication Skills

Education

Bachelor’s Degree

Associate in General Insurance (AINS)

Certified Insurance Service Representative (CISR)

Chartered Property Casualty Underwriter (CPCU)

Project Management Professional (PMP)

Tools

Guidewire

Duck Creek

Majesco

CRM Systems

Healthcare Platforms (Epic, Cerner, Availity)

Job description

About Us

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

The Director of Integrated Solutions leads the design and delivery of transformative BPO solutions across the Insurance industry, with a focus on Property & Casualty, Life, Disability, and Specialty insurance. The Director of Integrated Solutions creates scalable, compliant, and value-driven customer experience strategies for insurers and third-party administrators, helping them enhance policyholder engagement, improve operational efficiency, and support digital transformation initiatives.

Primary Job Responsibilities

• Design End-to-End Insurance Solutions: Develop integrated BPO solutions for policy servicing, billing, new business processing, underwriting support, claims management, agent/broker support, and customer care.

• Ensure Regulatory Alignment: Build solutions that comply with relevant insurance laws, regulations, and data protection standards, including:

o NAIC Model Laws & Guidelines

o State Department of Insurance (DOI) regulations

o Gramm-Leach-Bliley Act (GLBA)

o Fair Credit Reporting Act (FCRA)

o Unfair Claims Settlement Practices Acts (UCSPA)

o Insurance Fraud Prevention regulations

o Data privacy regulations like CCPA and GDPR (as applicable)

• Client Engagement & Discovery: Conduct discovery with insurance clients to understand their unique challenges and opportunities, including digital readiness, channel strategies, regulatory obligations, and CX goals.

• Collaborate Across Teams: Partner with Legal, Compliance, Operations, Product, Technology, Sales, and Delivery teams to co-create viable, effective, and compliant solutions. Ensure successful transition to implementation.

• Lead Proposal and Commercial Development: Create compelling RFP responses, solution documents, ROI models, and service presentations aligned with insurer goals and operating environments.

• Incorporate Technology & Innovation: Integrate tools like RPA, AI/GenAI, analytics, self-service portals, intelligent routing, fraud detection, and omnichannel solutions into your designs to improve cycle times and policyholder experiences.

• Stay Ahead of Industry Trends: Monitor developments in insurtech, digital claims, embedded insurance, telematics, and policyholder engagement best practices. Use insights to guide solution evolution and client consultation.

• Support Client-Facing Activities: Represent Foundever in presentations, due diligence sessions, and solution workshops with senior insurance stakeholders, underwriters, claims leaders, and CX teams.

• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy.

Qualifications

• 4–6 years of experience in the insurance industry with a focus on solution design, BPO operations, client services, or business development

• Experience working with carriers in P&C, life, disability, or specialty insurance domains.

• Bachelor’s degree or equivalent professional experience.

• Certifications Preferred:

o Associate in General Insurance (AINS) – The Institutes

o Certified Insurance Service Representative (CISR)

o Chartered Property Casualty Underwriter (CPCU)

o Project Management Professional (PMP)

• Strong knowledge of insurance operations, customer lifecycles, claims processes, and regulatory frameworks.

• Familiarity with core insurance systems (e.g., Guidewire, Duck Creek, Majesco), and contact center or case management platforms.

• Strong commercial acumen with the ability to build cost-effective, scalable solutions aligned with business goals.

• Proficiency in CRM systems, healthcare platforms (e.g., Epic, Cerner, Availity), and analytics tools.

• Strong commercial acumen and solution-selling experience.

• Strategic Thinking: Ability to develop and implement long-term strategies that align with business goals and industry developments.

• Cross-Functional Collaboration: Ability to work effectively with various teams, including IT, operations, compliance, and sales, to ensure integrated solutions meet all aspects of the business.

• Customer-Centric Mindset: Focus on understanding and addressing client needs, enhancing customer experience, and ensuring the delivery of value through integrated solutions.

• Problem-Solving Skills: Proficiency in identifying issues, analyzing data, and designing innovative solutions to complex challenges.

• Communication Skills: Strong verbal and written communication abilities, capable of conveying technical concepts to non-technical stakeholders and vice versa. Excellent proposal writing, storytelling, and executive communication skills

Pre Employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

EEO Statement

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination